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Service overview
Hardware Support Onsite Service provides high-quality remote
assistance and onsite support for your Covered Product, helping you
to improve product uptime. The “Covered Product” is your notebook,
All-in-One, desktop, tablet computer, Printer, or MFP identified on
your invoice or order confirmation that is the subject of this Care
Pack.
You have the flexibility to choose between multiple
service-level options featuring several onsite response or
call-to-repair time and coverage window combinations in various
durations to address your specific service needs.
Service-level options with call-to-repair times provide IT
managers with support specialists who will quickly begin
troubleshooting the system to help return the hardware to operating
condition within a specified timeframe.
Data sheet
Hardware Support Onsite ServiceHP Care Pack Services
Service feature highlights
• Remote problem diagnosis and support
• Improved technical communications from North American based
technicians (HP commercial PCs only)
• Onsite hardware support
• Replacement parts and materials included
• Firmware updates for selected products
• Choice of coverage windows
• Choice of onsite response times for hardware support
• Escalation management
• Access to electronic support information and services
• Maintenance kit replacement service
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SpecificationsTable 1. Service features
Features Delivery specifications
Remote problem diagnosis and support
Once the Customer has placed and HP has acknowledged the receipt
of a call as described in the “General provisions/Other exclusions”
section, HP will work during the coverage window to isolate the
hardware incident and to remotely troubleshoot, remedy, and resolve
the incident with the Customer. Prior to any onsite assistance, HP
may initiate and perform remote diagnostics using electronic remote
support solutions to access covered products, or HP may use other
means available to facilitate remote incident resolution.
HP will provide telephone assistance for the installation of
customer- installable firmware and Customer Self Repair parts
during the service coverage window.
Regardless of the Customer’s coverage window, incidents with
covered hardware can be reported to HP via phone or Web portal, as
locally available, or as an automated equipment reporting event via
the HP electronic remote support solutions 24 hours a day, 7 days a
week. HP will acknowledge the receipt by logging the call,
assigning a case ID, and communicating that case ID to the
Customer. HP retains the right to determine the final resolution of
all reported incidents.
You may reach us directly at 1 (844) 732-9070.
Onsite hardware support
For hardware incidents that cannot, in HP’s judgment, be
resolved remotely, an HP authorized representative will provide
onsite technical support on covered hardware products to return
them to operating condition. For certain products, HP may, at its
sole discretion, elect to replace such products in lieu of
repairing them. Replacement products are new or functionally
equivalent to new in performance. Replaced products become the
property of HP.
Once an HP authorized representative arrives at the Customer’s
site, the representative will continue to deliver the service,
either onsite or remotely, at the discretion of HP, until the
products are repaired. Work may be temporarily suspended if parts
or additional resources are required, but work will resume when
they become available.
To ensure high service quality and quick turnaround time is
provided, the level of damage will determine whether the unit can
be repaired onsite (if onsite offering is included in coverage) or
should be returned to the HP repair depot for service. Onsite
repairs may occasionally necessitate the Service Provider to bring
the unit back to their shop for repairs.
Work to completion may not apply to onsite support provided for
desktop, mobile, and consumer products. Repair is considered
complete upon HP verification that the hardware malfunction has
been corrected or that the hardware has been replaced.
Fix-on-Failure: In addition, at the time of onsite technical
support delivery, HP may:
• Install available engineering improvements to help the
Customer ensure proper operation of the hardware products and
maintain compatibility with HP-supplied hardware replacement
parts.
• Install available firmware updates defined by HP as
non-customer installable that, in the opinion of HP, are required
to return the Covered Product to operating condition or to maintain
supportability by HP and for which the Customer has the required
license to use, if applicable.
Fix-on-Request: In addition, at the Customer’s request, HP will
install during coverage hours critical firmware updates defined by
HP as noncustomer-installable and for which the Customer has the
required license to use, if applicable. Critical firmware updates
are firmware updates recommended by the HP product division for
immediate installation.
Optional Service feature highlights
Eligible products only
• HP electronic remote support solution (for eligible products
only)
• Accidental damage protection (optional, for eligible products
only)
• Defective media retention (optional, for eligible products
only)
• Call-to-repair time commitment in lieu of onsite response time
for hardware support (optional, for eligible products only)
• Enhanced parts inventory management (included with select,
optional call-to-repair time commitments)
• Desktop/workstation/thin client/notebook-only coverage
(optional, for eligible products)
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Features Delivery specifications
Replacement parts and materials
HP will provide HP-supported replacement parts and materials
necessary to maintain the Covered Product in operating condition,
including parts and materials for available and recommended
engineering improvements. Replacement parts provided by HP shall be
new or functionally equivalent to new in performance.
Replaced parts become the property of HP. Customers who wish to
retain, degauss, or otherwise physically destroy replaced parts
will be billed and required to pay the list price, less any
applicable discounts for the replacement part.
Supplies and consumable parts are not supported and will not be
provided as part of this service; standard warranty terms and
conditions apply to supplies and consumable parts.
Maximum supported lifetime/maximum usage:Parts and components
that have reached their maximum supported lifetime and/or the
maximum usage limit as set forth in the manufacturer’s operating
manual, product QuickSpecs, or the technical product data sheet
will not be provided, repaired, or replaced as part of this
service.
Firmware updates for selected products
As HP releases entitled firmware updates to HP hardware
products, these updates are only made available to Customers with
an active agreement that entitles them to access these updates.
As part of this service, Customers will have the right to
download, install, and use firmware updates for hardware products
covered by this service, subject to all applicable license
restrictions in HP’s current standard sales terms.
HP will verify entitlement to updates by reasonable means (such
as an access code or other identifier), and the Customer is
responsible for using any such access tools in accordance with the
terms of this data sheet and other applicable agreements with
HP.
HP may take additional reasonable steps, including audits, to
verify the Customer’s adherence to the terms of their agreements
with HP, including this data sheet.
For Customers with licenses to firmware-based software products
(features implemented in firmware activated by the purchase of a
separate software license product), the Customer must also have, if
available, an active HP Software Support agreement to receive,
download, install, and use related firmware updates. HP will
provide, install, or assist the Customer with installation of
firmware updates as previously described in this document only if
the Customer has the license to use the related software updates
for each system, socket, processor, processor core, or end-user
software license as allowed by the original HP or original
manufacturer software license terms.
Coverage window Calls received outside the coverage window will
be logged at the time the call is placed to HP, but will not be
acknowledged as described in the “General provisions/Other
exclusions” section until the next day for which the Customer has a
coverage window.
Coverage window options available for eligible products are
specified in the Service-level options table. All coverage windows
are subject to local availability. Contact a local HP sales office
for detailed information on service availability.
Onsite response time for hardware support
For incidents with Covered Products that cannot be resolved
remotely, HP will use commercially reasonable efforts to respond
onsite within the specified onsite response time.
Onsite response time specifies the period of time that begins
when the initial call has been received and acknowledged by HP, as
described in the “General provisions/Other exclusions” section. The
onsite response time ends when the HP authorized representative
arrives at the Customer’s site, or when the reported event is
closed with explanation that HP has determined it does not
currently require an onsite intervention.
Response times are measured during the coverage window only and
may be carried over to the next day for which there exists a
coverage window. Response time options available for eligible
products are specified in the Service-level options table. All
response times are subject to local availability. Contact a local
HP sales office for detailed information on service
availability.
Escalation management
HP has established formal escalation procedures to facilitate
the resolution of complex incidents. Local HP management
coordinates incident escalation, enlisting the skills of
appropriate HP resources and/or selected third parties to assist
with problem-solving.
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Features Delivery specifications
Access to electronic support information and services
As part of this service, HP provides access to certain
commercially available electronic and Web-based tools. The Customer
has access to:
• Certain capabilities that are made available to registered
users, such as downloading selected HP firmware or patches which
may require additional entitlement through HP Software support
agreements, subscribing to hardware-related proactive service
notifications, and participating in support forums for solving
problems and sharing best practices with other registered
users.
• Expanded Web-based searches of entitled technical support
documents to facilitate faster problem-solving.
• Certain HP proprietary service diagnostic tools with password
access.• A Web-based tool for submitting questions directly to HP.
The tool helps to resolve
problems quickly with a pre-qualification process that routes
the support or service request to the resource qualified to answer
the question. The tool also allows the status of each support or
service request submitted to be viewed, including cases submitted
by telephone.
• Search of HP and third-party hosted knowledge databases for
certain third party products in order to retrieve product
information, get answers to support questions, and participate in
support forums. This service may be limited by third-party access
restrictions.
HP electronic remote support solution
For eligible products, the HP electronic remote support solution
provides robust troubleshooting and repair capabilities. It can
include remote system access solutions and may offer a convenient
central point of administration and an enterprise view of open
incidents and history. An HP support specialist will only use the
remote system access with the Customer’s authorization. The remote
system access may enable the HP support specialist to provide more
efficient troubleshooting and faster problem resolution.
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Specifications (optional)Table 2. Optional service features
Feature Delivery specifications
Accidental Damage Protection
For eligible Covered Products, specific service levels may be
offered with protection against accidental damage from handling. If
Accidental Damage Protection was purchased, the Customer receives
protection against accidental damage from handling for the Covered
Product as part of this service.
Accidental damage is defined as operational or mechanical
failure caused by an accident from handling which occurs in the
course of the normal intended use of the Covered Product. Coverage
for accidental damage from handling includes non-intentional liquid
spills in or on the unit, accidental drops or falls during the
handling of the unit from not more than fifteen feet or five
meters, and electrical surge that damages the Covered Product’s
circuitry.
Additional details and exclusions pertaining to the Accidental
Damage Protection service feature are detailed in the “Service
limitations” section.
Defective Media Retention
For eligible products, this service feature option allows the
Customer to retain defective hard disk or eligible SSD/Flash Drive
components that the Customer does not want to relinquish due to
sensitive data contained within the disk (“Disk or SSD/Flash
Drive”) covered under this service. All Disk or eligible SSD/Flash
Drives on a covered system must participate in the defective media
retention. Notwithstanding anything to the contrary in this
document or HP’s current standard sales terms, HP waives the right
to take possession and title of a defective Disk or SSD/Flash Drive
covered by the Defective Media Retention service feature option in
the event a replacement product is delivered by HP to the Customer.
The Customer will retain all defective Disk or SSD/Flash Drives
supported by HP under the HP support agreement, and the Customer
remains fully responsible for the protection and privacy of the
data residing on the defective Disk or SSD/Flash Drive.
Call-to-repair time commitment for hardware support
A call-to-repair time commitment may be selected for eligible
products in lieu of an onsite response time. For critical incidents
(severity 1 or 2) with Covered Products that cannot be resolved
remotely, HP will use commercially reasonable efforts to return the
Covered Product to operating condition within the specified
call-to-repair time commitment. For noncritical incidents (severity
3 or 4), or at the Customer’s request, HP will work with the
Customer to schedule an agreed-upon time for the remedial action to
commence, and the call-to-repair time commitment will then start at
that time. Incident severity levels are defined in “General
provisions.”
Call-to-repair time refers to the period of time that begins
when the initial call has been received and acknowledged by HP, as
specified in “General provisions.” Call-to-repair time ends with
HP’s determination that the hardware is repaired or when the
reported event is closed with the explanation that HP has
determined it does not currently require onsite intervention.
Call-to-repair times are measured during the coverage window only
and may be carried over to the next day for which there exists a
coverage window.
Call-to-repair time options available for eligible products are
specified in the Service-level options table. All call-to-repair
times are subject to local availability. Contact a local HP sales
office for more information.
Repair is considered complete upon HP verification that the
hardware malfunction has been corrected or that the hardware has
been replaced. HP is not liable for any lost data and the Customer
is responsible for implementing appropriate backup procedures.
Verification by HP may be accomplished by the completion of a
power-on self-test, stand-alone diagnostic, or visual verification
of proper operation. At its sole discretion, HP will determine the
level of testing necessary to verify that the hardware is repaired.
At its sole discretion, HP may temporarily or permanently replace
the product in order to meet the repair time commitment.
Replacement products are new or functionally equivalent to new in
performance. Replaced products become the property of HP.
It will take 30 days from the time this service is purchased to
set up and perform necessary audits and processes before the
hardware call-to-repair time commitment is in effect. During this
initial 30 day period and for up to 5 additional business days
after the audit is completed, HP will provide a 4-hour onsite
response time.
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Feature Delivery specifications
Enhanced parts inventory management
To support HP call-to-repair time commitments, an inventory of
critical replacement parts is maintained for call-to-repair
Customers. This inventory is stored at an HP designated facility.
These parts are managed to allow for increased inventory
availability and are accessible to HP authorized representatives
responding to eligible support requests. Enhanced parts inventory
management is included with select, optional call-to-repair time
commitments.
Maintenance kit replacement
An HP trained technician travels to the Customer’s site and
provides all labor, parts, and materials necessary to replace the
maintenance kit and clean the printer. HP may use remanufactured
parts that are equivalent to new in performance; replaced parts
become the property of HP. The repair commitment is complete on the
Customer’s printer when the technician replaces the maintenance kit
and successfully prints a test page. Note: the printer must be
operating properly before the kit can be installed (see the
“Service limitations” section).
Specifications (optional)Table 3. Optional service features
Option Delivery specifications
Next-day response, standard business hours (9x5)
Service is available 9 hours per day between 8:00 am and 5:00 pm
local time, Monday through Friday, excluding HP holidays.
An HP authorized representative will arrive at the Customer’s
site during the coverage window to begin hardware maintenance
service the next coverage day after the call has been received and
acknowledged by HP. Calls received outside the coverage window will
be acknowledged the next coverage day and serviced within the
following coverage day.
4-hour response, standard business hours (9x5)
Service is available 9 hours per day between 8:00 am and 5:00 pm
local time, Monday through Friday, excluding HP holidays.
An HP authorized representative will arrive at the Customer’s
site during the coverage window to begin hardware maintenance
service within 4 hours after the call has been received and
acknowledged by HP. The 4-hour onsite response time is measured
during the coverage window only. For calls received after 1:00 pm
local time, the response time may be carried over to the next
coverage window.
4-hour response, extended business hours (13x5)
Service is available 13 hours per day between 8:00 am and 9:00
pm local time, Monday through Friday, excluding HP holidays.
An HP authorized representative will arrive at the Customer’s
site during the coverage window to begin hardware maintenance
service within 4 hours after the call has been received and
acknowledged by HP. The 4-hour onsite response time is measured
during the coverage window only. For calls received after 5:00 pm
local time, the response time may be carried over to the next
coverage window.
4-hour response, extended business hours (13x7)
Service is available 13 hours per day between 8:00 am and 9:00
pm local time, Monday through Sunday, excluding HP holidays.
An HP authorized representative will arrive at the Customer’s
site during the coverage window to begin hardware maintenance
service within 4 hours after the call has been received and
acknowledged by HP. The 4-hour response time is measured during the
coverage window only. For calls received after 5:00 pm local time,
the response time may be carried over to the next coverage
window.
4-hour response, 24x7
Service is available 24 hours per day, Monday through Sunday,
including HP holidays.
An HP authorized representative will arrive at the Customer’s
site any time and day of the year to begin hardware maintenance
service within 4 hours after the call has been received and
acknowledged by HP.
6-hour call-to-repair, 24x7
Service is available 24 hours per day, Monday through Sunday,
including HP holidays.
For critical incidents with Covered Products, HP will use
commercially reasonable efforts to return the Covered Products to
operating condition within 6 hours after the call has been received
and acknowledged by HP.
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Coverage This service provides coverage for eligible HP PC, HP
Printer, and MFP branded hardware products and HP-supported and
-supplied internal components such as memory and optical drives.
This includes attached HP branded accessories purchased together
and/or included in the original packaging of the main desktop,
workstation, thin client, notebook, tablet, or POS Printer or MFP
product, such as mouse, keyboard, docking station, jacket, port
replicator, AC power adapter, finishing accessory, or paper
tray.
HP Care Pack Services with this coverage limitation do not cover
external HP Monitors. All- in-One devices do include the display,
which is not considered a separate, external monitor. However, a
second monitor attached to an All-in-One device, for example, would
not be covered by this HP Care Pack.
For HP point-of-sale (POS) systems and bundled product solutions
such as retail or mobile point of sale solutions this service
covers the base unit only, unless the service states it is a POS
solution service, which provides coverage for the base unit as well
as up to six attached HP branded peripherals such as cash drawers,
printers, pole displays for monitors, and barcode readers or
handheld scanners that have been sold as part of the POS or bundled
product solution.
Coverage for eligible multivendor systems includes all standard
vendor-supplied internal components and the external monitor,
keyboard, and mouse.
Consumable items including, but not limited to, removable media,
customer-replaceable batteries and tablet PC pens, maintenance
kits, and other supplies, as well as user maintenance and non-HP
devices, are not covered by this service. Batteries for mobile HP
commercial PCs are covered for up to three years. Search for
“Understanding Battery Warranties for Business Notebooks” on hp.com
for more details.
For replacement parts and components that are discontinued, an
upgrade path may be required. Upgrades for discontinued parts or
components may in some cases result in additional charges to the
Customer. HP will work with the Customer to recommend a
replacement. Not all components will have available replacements in
all countries due to local support capabilities.
PrerequisitesThe Customer must have rightfully acquired the
license for any underlying firmware that will be covered under
these services.
HP, at its sole discretion, may require an audit on the Covered
Product(s). If such an audit is required, an HP authorized
representative will contact the Customer, and the Customer will
agree to arrange for an audit to be performed within the initial 30
day timeframe. During the audit, key system configuration
information is collected and an inventory of the Covered Product is
performed. The information gathered in the audit enables HP to plan
and maintain replacement part inventories at the appropriate level
and location, and allows HP to survey and troubleshoot possible
future hardware incidents so that repairs can be completed as
quickly and efficiently as possible. At the sole discretion of HP,
the audit may be performed onsite, via remote system access, via
remote audit tools, or over the phone.
If an audit is required by HP, it will take 30 days from the
time this service is purchased to set up and perform the audits and
processes that must be completed before the hardware call-to-
repair time commitment can be put in effect. The hardware
call-to-repair time commitment will not take effect until 5
business days after the audit has been completed. Until such time,
service for the Covered Product will be delivered at a 4-hour
onsite response time service level.
In addition, HP reserves the right to downgrade service to an
onsite response time or cancel the service contract if critical
audit suggestions are not followed or the audit is not performed
within the specified timeframe, unless the delay is caused by
HP.
For hardware onsite response time options, HP strongly
recommends that the Customer install and operate the appropriate HP
remote support solution, with a secure connection to HP, in order
to enable the delivery of the service. For hardware call-to-repair
time commitments, HP
http://hp.com
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requires that the Customer install and operate the appropriate
HP remote support solution, with a secure connection to HP, in
order to enable the delivery of the service. Please contact a local
HP representative for further details on requirements,
specifications, and exclusions. If the Customer does not deploy the
appropriate HP remote support solution, HP may not be able to
provide the service as defined and is not obligated to do so.
Additional charges will be applied for onsite installation of
non-customer-installable firmware if the Customer does not deploy
the appropriate HP remote support solution in cases where
recommended and available. Installation of customer installable
firmware is the responsibility of the Customer. Additional charges
will apply if the Customer requests that HP install
customer-installable firmware and software updates. Any additional
charges to the Customer will be on a time-and-materials basis,
unless otherwise previously agreed in writing by HP and the
Customer.
Customer responsibilities If the Customer does not act upon the
specified Customer responsibilities, at HP’s discretion, HP or the
HP authorized service provider will: i) not be obligated to deliver
the services as described, or ii) perform such service at the
Customer’s expense at the prevailing time and material rates.
If required by HP, the Customer or HP authorized representative
must activate the hardware product to be supported within 10 days
of purchase of this service, using the registration instructions
within the Care Pack or the email document provided by HP, or as
otherwise directed by HP. In the event that a Covered Product
changes location, activation and registration (or a proper
adjustment to existing HP registration) is to occur within 10 days
of the change.
The call-to-repair time commitment is subject to the Customer
providing immediate and unrestricted access to the system, as
requested by HP. The call-to-repair time commitment does not apply
when system access, including physical, remote troubleshooting, and
hardware diagnostic assessments, is delayed or denied. If the
Customer requests scheduled service, the call-to-repair time period
begins at the agreed-upon scheduled time.
For hardware onsite response time options HP strongly
recommends, and for hardware call- to-repair time commitments the
Customer must install, the appropriate HP remote support solution,
with a secure connection to HP, and provide all necessary resources
according to the HP remote support solution release notes, in order
to enable the delivery of the service and options. When an HP
remote support solution is installed, the Customer must also
maintain the contact details configured in the remote support
solution that HP will use in responding to a device failure. Please
contact a local HP representative for further details on
requirements, specifications, and exclusions.
Upon HP request, the Customer will be required to support HP’s
remote problem resolution efforts. The Customer will:
• Provide all information necessary for HP to deliver timely and
professional remote support and to enable HP to determine the level
of support eligibility
• Start self-tests and install and run other diagnostic tools
and programs
• Install customer-installable firmware updates and patches
• Perform other reasonable activities to help HP identify or
resolve problems, as requested by HP
The Customer is responsible for installing, in a timely manner,
critical customer-installable firmware updates, as well as Customer
Self Repair (CSR) parts and replacement products delivered to the
Customer.
The Customer agrees to pay additional charges if the Customer
requests that HP install customer-installable firmware updates or
patches. Any additional charges to the Customer will be on a
time-and-materials basis, unless otherwise previously agreed in
writing by HP and the Customer.
In cases where Customer Self Repair parts or replacement
products are shipped to resolve a problem, the Customer is
responsible for returning the defective part or product within a
time period designated by HP. In the event that HP does not receive
the defective part or product
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within the designated time period, or if the part or product is
degaussed or otherwise physically damaged upon receipt, the
Customer will be required to pay the HP list price for the
defective part or product, as determined by HP.
For Care Packs that include the Accidental Damage Protection
service feature:• It is the Customer’s responsibility to report the
accidental damage to HP within 30 days of the
incident date so that HP can expedite system repair. HP reserves
the right to deny repair under this coverage program for damages to
systems on which the incident has been reported more than 30 days
after the incident date.
• The use of this coverage requires an explanation of where and
when the accident occurred, as well as a detailed description of
the actual event and description of damage to the unit. Failure to
provide this information will result in claim denial.
• If protective items such as covers, carrying cases, pouches,
etc. were provided or made available for use with the Covered
Product, the Customer must continually use these product
accessories to be eligible for protection under this accidental
damage coverage service.
With the Defective Media Retention service feature option It is
the Customer’s responsibility to:
• Retain physical control of Disk or SSD/Flash Drives at all
times during support delivery by HP; HP is not responsible for data
contained on Disk or SSD/Flash Drives.
• Ensure that any Customer sensitive data on the retained Disk
or SSD/Flash Drives is destroyed or remains secure.
• Have an authorized representative present to retain defective
Disk or SSD/Flash Drives, accept replacement Disk or SSD/Flash
Drives, provide HP with identification information for each Disk or
SSD/Flash Drive retained hereunder, and, upon HP request, execute a
document provided by HP acknowledging the retention of the Disk or
SSD/Flash Drives.
• Destroy the retained Disk or SSD/Flash Drives and/or ensure
that the Disk or SSD/Flash Drives are not put into use again.
• Dispose of all retained Disk or SSD/Flash Drives in compliance
with applicable environmental laws and regulations.
For Disk or SSD/Flash Drives supplied by HP to the Customer as
loaner, rental, or lease products, the Customer will promptly
return the replacement Disk or SSD/Flash Drives at the expiration
or termination of support with HP. The Customer will be solely
responsible for removing all sensitive data before returning any
such loaned, rented, or leased Disk or SSD/Flash Drives to HP, and
HP shall not be responsible for maintaining the confidentiality or
privacy of any sensitive data that remains on such Disk or
SSD/Flash Drives.
RegistrationEnd-user customer or HP authorized partner is
responsible for registering the product to be supported within ten
(10) days of purchase of the support service, using the
registration instructions within each package, email, or as
otherwise directed by HP. In the event a covered product changes
location or the support service is transferred with the sale of a
used product, registration (or a proper adjustment to existing HP
registration) is to occur within ten days of purchase from previous
owner, you may do this by sending an email to HP at [email protected].
HP IS NOT OBLIGATED TO PROVIDE SUPPORT SERVICES IF CUSTOMER DOES
NOT REGISTER PRODUCT AS STATED HEREIN.
Service limitationsAt the discretion of HP, service will be
provided using a combination of remote diagnosis and
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support, services delivered onsite, and other service delivery
methods. Other service delivery methods may include the delivery,
via a courier, of customer-replaceable parts such as a keyboard, a
mouse, or, if agreed by the Customer, other parts classified by HP
as Customer Self Repair parts, or an entire replacement product. HP
will determine the appropriate delivery method required to provide
effective and timely Customer support and, if applicable, meet the
call-to-repair time commitment.
HP has invested significantly in engineering products so they
can be customer repairable. Customer Self Repair (CSR) is a key
component of HP’s warranty terms. It allows HP to ship replacement
parts, such as a keyboard, a mouse, or other parts classified as
CSR parts, directly to the Customer once a failure has been
confirmed. Parts are generally shipped overnight so they can be
received as quickly as possible. The Customer can then replace the
parts at their convenience.
“Mandatory” CSR is part of the standard warranty associated with
some products. CSR is optional on internal CSR parts for customers
with an HP Care Pack or a contractual support agreement. “Optional”
CSR allows the Customer to perform CSR or choose to have HP service
personnel perform the replacement at no additional charge during
the product service coverage period. External accessories and/or
peripherals are not eligible for “optional” CSR.
Care Pack and contractual support agreements that include
“onsite” terms would result in CSR parts being shipped directly to
the Customer if they choose CSR. Conversely, an HP support
representative would arrive onsite to perform the repair if the
Customer decides they do not want to utilize CSR.
Care Pack and contractual support agreements that include
“offsite” terms such as Pick Up and Return or Return to HP would
require the Customer to deliver the product to an authorized HP
repair location or ship the product to HP at HP’s discretion if the
Customer decides they do not want to utilize CSR.
If the Customer agrees to the recommended CSR and a CSR part is
provided to return the system to operating condition, the onsite
service level shall not apply. In those cases, it is HP’s practice
to express ship CSR parts that are critical to the product
operation to the Customer location.
An onsite response time will not apply if the service can be
delivered using remote diagnosis, remote support, or other service
delivery methods described above.
For HP POS systems and bundled product solutions such as retail
solutions, kiosks, or carts, service may be provided onsite for the
base unit only. Service for attached peripherals will be provided
by shipping replacement parts or entire replacement products for
CSR or installation by the technical courier delivering the part or
product.
If an upfront audit is required by HP, the hardware
call-to-repair time commitment will not take effect until 5
business days after the audit has been completed. In addition, HP
reserves the right to downgrade service to an onsite response time
or cancel the service contract if critical audit suggestions are
not followed or the audit is not performed within the specified
timeframe.
The following activities or situations will suspend the
call-to-repair time calculation (if applicable) until they are
completed or resolved:
• Customer or third-party actions or inaction impacting the
repair process
• Any automated or manual recovery processes triggered by the
hardware malfunction, such as disk mechanism rebuild, sparing
procedures, or data integrity protection measures
• Any other activities not specific to the hardware repair but
required to verify that the hardware malfunction has been
corrected, such as rebooting the operating system
HP reserves the right to modify the call-to-repair time
commitment as it applies to the Customer’s specific product
configuration, location, and environment. This is established at
the time of support agreement order and is subject to resource
availability.
Call-to-repair time commitments and onsite response times do not
apply to the repair or replacement of defective or depleted
batteries for selected enterprise storage arrays and enterprise
tape products.
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A call-to-repair time commitment does not apply when the
Customer chooses to have HP prolong diagnosis rather than execute
recommended recovery procedures.
If the Customer requests scheduled service, the call-to-repair
time period begins at the agreed-upon scheduled time.
The following activities are excluded from this service:
• Backup, recovery, and support of the operating system, other
software, and data
• Operational testing of applications, or additional tests
requested or required by the Customer
• Troubleshooting for interconnectivity or compatibility
problems
• Support for network-related problems
• Services required due to failure of the Customer to
incorporate any system fix, repair, patch, or modification provided
to the Customer by HP Services required due to failure of the
Customer to take avoidance action previously advised by HP
• Services that, in the opinion of HP, are required due to
improper treatment or use of the product Services that, in the
opinion of HP, are required due to unauthorized attempts by non- HP
personnel to install, repair, maintain, or modify hardware,
firmware, or software
Exclusions to the Accidental Damage Protection service feature
optionEligibility for purchase of the Accidental Damage Protection
service feature requires the product to be covered by a factory
warranty or a warranty extension service with coverage duration
equal to or longer than the accidental damage protection service.
The Accidental Damage Protection (ADP) service feature provides
protection against sudden and unforeseen accidental damage from
handling, provided such damage occurs in the course of regular
use.
Except for products where such damage is specifically identified
as being covered under the HP limited warranty, the HP limited
warranty does not cover the following situations and damage due
to:
• Normal wear and tear; change in color, texture, or finish;
gradual deterioration; rust; dust; or corrosion
• Vandalism, fire, a vehicular or homeowner’s accident, act of
God (such as flood, natural disaster), or any other peril
originating from outside the product
• Damage due to police action, undeclared or declared war,
nuclear incident, or terrorism
• Exposure to weather conditions or environmental conditions
that are outside of HP specifications, exposure to hazardous
(including bio-hazardous or human or animal bodily fluids)
materials, animal or insect damage or infestation
• Operator negligence, misuse, mishandling
• Improper electrical power supply; unauthorized repairs or
attempts to repair; improper and unauthorized equipment
modifications, attachments, or installation; defective batteries;
battery leakage; lack of manufacturer-specified maintenance
(including the use of inappropriate cleansers)
• Error in product design, construction, programming, or
instructions
• Maintenance, repair, or replacement necessitated by loss or
damage resulting from any cause other than normal use, storage, and
operation of the product in accordance with the manufacturer’s
specifications and owner’s manual
• Theft, loss, mysterious disappearance, or misplacement
• Data loss or corruption; business interruptions
• Fraud (including, but not limited to, incorrect, misleading,
erroneous, or incomplete disclosure of how the equipment was
damaged to the Customer’s adjudicator, the servicer, or HP)
• Accidental or other damage to the product that is cosmetic in
nature, meaning damage that does not impact operation and
functioning of the computer, including damage to case or cabinetry
or other non-operating parts or components which does not affect
the functionality of the Covered Product
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• Computer monitor screen imperfections including, but not
limited to, “burn-in” and missing pixels, caused by normal use and
operation of the product
• Damage to product(s) whose serial numbers are removed or
altered
• Damage or equipment failure that is covered by manufacturer’s
warranty, recall, or factory bulletins
• Damage caused during the Customer’s shipment of the covered
product to or from another location
• Damage to hardware, software, media, data, etc. stemming from
causes including, but not limited to: Viruses; application
programs; network programs; upgrades; formatting of any kind;
databases; files; drivers; source code; object code or proprietary
data; any support, configuration, installation, or reinstallation
of any software or data; or use of damaged or defective media
• Any and all pre-existing conditions that occurred (i.e., took
place) prior to the purchase date of the Care Pack; in addition, a
30 day waiting period must be observed for Care Packs purchased
more than 30 days after the HW purchase before a claim can be filed
with HP
• Product obsolescence
• Any equipment relocated outside the country of purchase and
not covered by a Travel + Accidental Damage Protection Care
Pack
• Damaged or defective LCD screens when the failure is caused by
abuse or is otherwise excluded herein
• Intentional damage that results in a cracked or damaged
computer display screen or damaged monitor
• Alteration or modification of the Covered Product in any
way
• Unexplained or mysterious disappearance and any willful act to
cause damage to the Covered Product
• Reckless, negligent, abusive, willful, or intentional conduct
while handling or using the product. Abuse is defined as the
intentional non-utilization of protective items during product use,
or the treatment and use of the Covered Product in a harmful,
injurious, or offensive manner that may result in its damage, and
any willful or intentional damage to the product
• If protective items such as covers, carrying cases, pouches,
etc. were provided or made available for use with the Covered
Product, the Customer must continually use these product
accessories to be eligible for protection under this accidental
damage coverage service
• Unit cracks or holes when the damage does not penetrate the
outer case and/or reveal internal circuitry or sharp edges
• Missing or broken keyboard caps not related to a covered
accident (e.g., drop, liquid spill)
Limitations to the Accidental Damage Protection service feature
optionThe total amount that HP will pay for repairs or replacement
made in connection with all claims for accidental damage from
handling on any Covered Product shall not exceed the purchase price
of that Covered Product, excluding tax and shipping. In the event
that HP, ITS AFFILIATES, SUPPLIERS, CONTRACTORS, RESELLERS, OR
SERVICE PROVIDERS make repairs, which in the aggregate are equal to
the purchase price of the Covered Product, or replace the Covered
Product with a new, rebuilt, or refurbished product of equal or
similar features and functionality, HP will have no further
obligations under this Care Pack agreement regarding claims for
accidental damage from handling for such Covered Product, but all
other aspects of the Care Pack purchased will remain in effect
unless specifically documented otherwise in the country of
purchase. The cost of repair for any additional ADP claims will be
charged on a time-and- materials basis.
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WE SHALL NOT BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL
DAMAGES, INCLUDING, BUT NOT LIMITED TO, PROPERTY DAMAGE, LOST TIME,
OR LOST DATA RESULTING FROM THE FAILURE OF ANY PRODUCT OR EQUIPMENT
OR FROM DELAYS IN SERVICE OR THE INABILITY TO RENDER SERVICE.
HP reserves the right to physically audit your product and/or
collaborate with the Customer to validate a claim submitted for
accidental damage from handling.
HP may, at its sole discretion, elect to replace HP products in
lieu of repairing them. The Covered Product becomes the property of
HP and must be returned to HP (or HP designee) at HP expense. HP
reserves the right to replace the product with a remanufactured or
refurbished product. Technological advances may result in a
replacement product with a lower selling price than the original
product.
HP reserves the right to deny acceptance of requests to purchase
the Accidental Damage Protection service feature at its sole
discretion.
Limitations to the Defective Media Retention service feature
optionThe Defective Media Retention service feature option applies
only to Disk or eligible SSD/Flash Drives replaced by HP due to
malfunction. It does not apply to any exchange of Disk or SSD/
Flash Drives that have not failed.
Data retentive components that are specified by HP as consumable
parts and/or that have exceeded the maximum supported lifetime
and/or the maximum usage limit as set forth in the manufacturer’s
operating manual, the product QuickSpecs, or the technical data
sheet are not eligible for the Defective Media Retention service
feature option.
Defective Media Retention service coverage for options
designated by HP as requiring separate coverage, if available, must
be configured and purchased separately.
Failure rates on these components are constantly monitored, and
HP reserves the right to cancel this service with 30 days notice if
HP reasonably believes that the Customer is overusing the Defective
Media Retention service feature option (such as when replacement of
defective data retentive components materially exceeds the standard
failure rates for the system involved).
Exclusions to the Maintenance Kit Replacement service
featureExcluded from the Maintenance Kit Replacement optional
service feature are activities such as, but not limited to, the
following:
• Any repair beyond the replacement of the maintenance kit;
should the Customer’s printer need any additional part
replacements, there will be a separate charge for this service.
• Maintenance kits for HP printers can only be replaced by
authorized HP technicians.
State/Territory-Specific Terms and ConditionsThe terms provided
below are specific to Support Services purchased in certain states
within the United States. If you are not a permanent resident of
the state identified in each paragraph below at the time you
purchase the Support Service, and if the Support Service is not
provided to you in that state, then you are not eligible for the
additional rights and/or remedies below. Any conflict between the
terms of the state-specific terms and conditions listed below and
the remainder of this Agreement will be governed by the applicable
state-specific terms and conditions.
Alabama, Arkansas, California, Colorado, Hawaii, Maryland,
Massachusetts, Minnesota, Missouri, New Jersey, New Mexico, New
York, Nevada, South Carolina, Texas, Washington, and WyomingIf you
cancel this Agreement pursuant to termination and cancellation
provisions, and we do not refund the purchase price to you within
30 days for California, New York, and Washington residents; within
45 days for Alabama, Arkansas, Colorado, Hawaii, Maryland,
Massachusetts, Minnesota, Missouri, New Jersey, Nevada, South
Carolina, Texas, and Wyoming residents; and
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within 60 days for New Mexico residents, we are required to pay
you a penalty of 10% per month for the unpaid amount that is owed
to you. Your right to cancel and receive this penalty payment as
described in this paragraph only applies to the original purchaser
of this Agreement and may not be transferred or assigned to any
other person.
Agreements purchased before August 1, 2019 (OBLIGOR
STATUS)Delaware, District of Columbia, Hawaii, Indiana, Iowa,
Louisiana, Mississippi, Montana, Nebraska, New York, Ohio,
Oklahoma, Oregon, Puerto Rico, Rhode Island, South Dakota,
VermontOur obligations under this agreement are covered by a
reimbursement insurance policy provided by Illinois National
Insurance Company, 500 W. Madison Street, 30th Floor, Chicago, IL
60601, or by phone 800-250-3819.
New York residentsOur obligations under this agreement are
covered by a reimbursement insurance policy provided by New
Hampshire Insurance Company, 175 Water Street, 18th Floor, New
York, NY 10038, or by phone 800-250-3819.
Agreements purchased after August 1, 2019 (OBLIGOR
STATUS)Delaware, District of Columbia, Hawaii, Indiana, Iowa,
Louisiana, Mississippi, Montana, Nebraska, New York, Ohio,
Oklahoma, Oregon, Puerto Rico, Rhode Island, South Dakota,
VermontOur obligations under this Agreement are covered by a
reimbursement insurance policy provided by Wesco Insurance Company,
59 Maiden Lane, 43rd Floor, New York, NY 10038, or by phone
866-505-4048. If, within 60 days after You request performance or
payment under the terms of this Agreement, we fail to perform or
make payment, we are no longer a going concern, or you are
otherwise dissatisfied, you may request such performance or payment
directly from the insurance company.
Alabama ResidentsIf you cancel the Agreement pursuant to
termination and cancellation provisions: (i) within 30 days of the
date of purchase, but after a claim has been made, or (ii) after 30
days from date of original purchase, you will receive a refund of
the unearned portion of the purchase price based on time expired,
less a termination fee of $25. If you cancel the Agreement pursuant
to termination and cancellation provisions within 30 days of date
of purchase, with no claim having been made, you will receive a
full refund of the purchase price. Any refund due to you under this
paragraph or termination and cancellation provisions may be
credited to any outstanding balance of your account, and the
excess, if any, shall be refunded to the original purchaser.
California ResidentsYou may terminate this Agreement by sending
a written notice to HP Inc. at the address stated in termination
and cancellation provisions. If the termination is within 30 days
of receipt of the contract, you will receive a full refund provided
no claims have been made. If any claims have been made, the refund
will be less the amount of any claims paid or the cost of repairs
made on your behalf. If the termination is after 30 days of receipt
of the contract, you will receive a refund of the unearned portion
of the purchase price based on time expired, less a cancellation
charge of $25 or 10% of the purchase price of the Agreement,
whichever is less.
Notice: HP, Inc., is the Obligor for Accidental Damage service
agreements sold in California under Service Contract Seller license
number 2651.
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Michigan ResidentsIf performance of the Support Services is
interrupted because of a strike or work stoppage at our place of
business, the effective period of this Agreement shall be extended
for the period of the strike or work stoppage.
Nevada ResidentsOnce this HP Support Service Agreement has been
in effect for at least 70 days, we may cancel this Agreement before
the expiration of the agreed term only for one or more of the
following reasons:
a. You fail to pay an amount when due
b. You are convicted of a crime that results in additional
service under this Agreement
c. We discover that you committed fraud or made a material
misrepresentation in obtaining this Agreement or submitting a claim
under this Agreement
d. We discover that you engaged in an act or omission, or
violated a condition of this Agreement, after the date of this
Agreement which substantially and materially increases the services
due under this Agreement
e. A material change in the nature or extent of the required
service or repair which occurs after the effective date of this
Agreement and which causes the required services or repairs under
this Agreement to be substantially and materially increased beyond
those contemplated at the time this Agreement first took effect
If the original purchaser cancels this Agreement pursuant to
termination and cancellation provisions: (i) within 30 days of the
date of purchase, but after a claim has been made, or (ii) after 30
days from date of purchase, the original purchaser will receive a
refund of the unearned portion of the purchase price based on time
expired. If the original purchaser cancels the Agreement pursuant
to termination and cancellation provisions within 30 days of date
of purchase, with no claims having been made, the original
purchaser will receive a full refund of the purchase price. Any
refund due to the original purchaser under this paragraph or
termination and cancellation provisions may be credited to any of
the original purchaser’s outstanding balances, and the excess, if
any, shall be refunded to the original purchaser.
Any unresolved complaints concerning this Agreement may be
addressed to: the Nevada Division of Insurance, or by phone
888-872-3234, or online at doi.nv.gov.
For Nevada residents Nevada law shall govern the provisions of
this contract. If this contract is issued in Nevada, only Nevada
law, and not the laws of any other state, may govern its
substantive provisions.
New Hampshire ResidentsIn the event you do not receive
satisfaction under this Agreement, you may contact the New
Hampshire Insurance Department, by mail at State of New Hampshire
Insurance Department, 21 South Fruit Street, Suite 14, Concord NH
03301, or by phone, via Consumer Assistance, at 800-852-3416.
New Mexico ResidentsOnce this Agreement has been in effect for
at least 70 days, we may cancel this Agreement before the
expiration of the agreed term only for one or more of the following
reasons:
a. You fail to pay an amount when due;
b. You are convicted of a crime that results in additional
service under this Agreement;
c. We discover that you committed fraud or made a material
misrepresentation in obtaining this Agreement or submitting a claim
under this Agreement;
d. We discover that you engaged in an act or omission, or
violated a condition of this Agreement, after the date of this
Agreement which substantially and materially increases the Support
Services due under this Agreement; or
e. A material change in the nature or extent of the required
Support Service or repair which occurs after the effective date of
this Agreement and which causes the required Support Services or
repairs under this Agreement to be substantially and materially
increased beyond
http://doi.nv.gov
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those contemplated at the time this Agreement first took
effect.
Ohio ResidentsIf you purchased Accidental Damage Protection in
connection with this Agreement, Our obligations are covered by a
reimbursement insurance policy. If we fail to perform or make
payment under the terms of this Agreement within 60 days after You
request performance or payment, You may request such performance or
payment directly from Wesco Insurance Company at 59 Maiden Lane,
43rd Floor, New York, NY 10038, or by phone 866-505-4048.
Oregon ResidentsAny civil action brought in connection with this
Agreement does not have to be brought in the courts of the State of
California. In the event you do not receive satisfaction under this
Agreement, you may contact the Oregon Insurance Division, by mail
at Department of Consumer and Business Services, Insurance
Division, 350 Winter Street NE, Salem OR 97301-3883, or by phone
888-877-4894.
HP Inc. is the Obligor for this service contract and is located
at: 1501 Page Mill Road, Palo Alto, CA 94304. We can be reached at
1 (844) 732-9070.
South Carolina ResidentsIf you have any questions regarding this
Agreement, or a complaint against the Provider, you may contact the
South Carolina Department of Insurance, 1201 Main Street Suite
1000, Columbia, SC 29201 or P.O. Box 100105, Columbia, SC
29202-3105, or by phone 800-768-3467. This is not an insurance
contract.
Tennessee ResidentsThe term of this Agreement shall be extended
as follows: (1) the number of days you are deprived of the use of
the product because the product is in repair; plus 2 additional
workdays.
Texas ResidentsAny unresolved complaints concerning this
Agreement may be addressed to: Texas Department of Licensing and
Regulation, P.O. Box 12157, Austin, TX 78711-2157, or by phone
512-463-6599 or 800-803-9202 within Texas.
Notice: HP, Inc., is the Obligor for Accidental Damage service
agreements sold in Texas under Service Contract Seller license
number 373.
Wisconsin Residents THIS CONTRACT IS SUBJECT TO LIMITED
REGULATION BY THE OFFICE OF THE COMMISSIONER OF INSURANCE.
If HP cancels your contract you will be provided notice at least
5 days prior to the cancellation date, this notice will include the
date of cancellation and the reason. If your service contract is
cancelled by HP for a reason other than non-payment, HP will refund
100 percent of the unearned pro rata fee, less any claims paid. HP
may charge an administrative fee for cancellation which may not
exceed 10 percent of the purchase price.
No deductible payment is required to receive service.
Wyoming ResidentsThe laws of the State of Wyoming will govern
any disputes arising out of this Agreement and any
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civil action may be brought in the courts of the State of
Wyoming.
Termination and CancellationYou may terminate this Agreement by
notifying us in writing : HP Inc., 1501 Page Mill Road, Palo Alto,
CA 94304 within 30 days of purchase to receive a full refund, less
any claims paid or the cost of repairs made on your behalf. After
30 days, you may terminate the Agreement by submitting a
cancellation in writing to the above address. HP will provide a pro
rata refund based on the time expired, less the cost of any claims
paid or the cost of repairs made on your behalf. We may terminate
at any time after the effective date of this Agreement if you fail
to perform or observe any condition of this Agreement. Notice of
our cancellation will be in writing and given at least 30 days
prior to cancellation. If we cancel, you will receive a pro rata
refund based on the time expired under the Agreement. Full refunds
for prepaid Support Services are available from the place of
purchase only if you cancel within 30 days of receipt of the
Agreement and a claim has not been made under this Agreement.
Varying cancellation and refund terms may apply to you; please see
State-Specific Terms and Conditions on page 13.
General provisions/Other exclusionsHP will acknowledge a call by
logging a case, communicating the case ID to the Customer, and
confirming the Customer’s incident severity and time requirements
for commencement of remedial action. Note: For events received via
the HP electronic remote support solutions, HP is required to
contact the Customer, determine the incident severity with the
Customer, and arrange access to the system before the hardware
call-to-repair time or hardware onsite response time period can
start.
Hardware support onsite response time and call-to-repair time
commitment may differ depending on incident severity. The Customer
determines the incident severity level.
Incident severity is defined as:
• Severity 1—Critical Down: For example, production environment
down; production system or production application down/at severe
risk; data corruption/loss or risk; business severely affected;
safety issues
• Severity 2—Critically Degraded: For example, production
environment severely impaired; production system or production
application interrupted/compromised; risk of reoccurrence;
significant impact on business
• Severity 3—Normal: For example, non-production system (e.g.,
test system) down or degraded; production system or production
application degraded with workaround in place; noncritical
functionality lost; limited impact on business
• Severity 4—Low: For example, no business or user impact
Travel zonesTravel to sites located within 200 miles (320 km) of
an HP designated support hub is provided at
http://hp.com/go/cpcv
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Data sheet | Hardware Support Onsite Service
no additional charge. If the site is located more than 200 miles
(320 km) from the HP designated support hub, there will be an
additional travel charge.
Travel zones and charges, if applicable, may vary in some
geographic locations. Response times to sites located more than 100
miles (160 km) from an HP designated support hub will have modified
response times for extended travel, as shown in the table
below.
A 6-hour call-to-repair time commitment is available for sites
located within 50 miles (80 km) of an HP-designated support hub.
For sites that are located within 51 to 100 miles (81 to 161 km) of
an HP-designated support hub, an adjusted hardware call-to-repair
time commitment applies, as shown in the table below.
The 6-hour hardware call-to-repair time commitment is not
available for sites located more than 100 miles (160 km) from an
HP-designated support hub.
Other call-to-repair times are subject to adjustment for sites
located more than 100 miles from an HP-designated support hub.
Travel zones and charges, if applicable, may vary in some
geographic locations. For more information on travel zones, contact
a local HP sales office.
ZoneDistance from the HP Support Response office
Next Business Day Onsite Response time Travel Zone charges
Zones 0–2 0-50 miles (0–80 km) Next business day No uplift
Zone 3 51–100 miles (81–160 km) Next business day No uplift
Zone 4 101–200 miles (161–320 km) 1 additional business day No
uplift
Zone 5 201–300 miles (321–480 km) 2 additional business days
Custom quoted based on actual travel charges
Zone 6 Beyond 300 miles (+480 km) Not available Custom quoted
based on actual travel charges
Zone
Distance from the HP Support Response office
4-hour Onsite Response time
6-hour Hardware Call-to-Repair time commitment
Travel Zone charges
Zones 0–2 0-50 miles (0–80 km)
4 hours 6 hours No uplift
Zone 3 51–100 miles (81–160 km)
4 hours 8 hours No uplift
Zone 4 101–200 miles (161–320 km)
8 hours Not available No uplift
Zone 5 201–300 miles (321–480 km)
Not available Not available Custom quoted based on actual travel
charges
Zone 6 Beyond 300 miles (+480 km)
Not available Not available Custom quoted based on actual travel
charges
Ordering informationAll units and options with individually sold
Care Pack must be ordered with the same service level
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Learn more about HP PC and print services:
hp.com/go/pcandprintservices
HP services are governed by the applicable HP terms and
conditions of service provided or indicated to Customer at the time
of purchase. Customer may have additional statutory rights
according to applicable local laws, and such rights are not in any
way affected by the HP terms and conditions of service or the HP
Limited Warranty provided with your HP Product.
© Copyright 2020 HP Development Company, L.P. The information
contained herein is subject to change without notice. The only
warranties for HP products and services are set forth in the
express warranty statements accompanying such products and
services. Nothing herein should be construed as constituting an
additional warranty. HP shall not be liable for technical or
editorial errors or omissions contained herein.
as the product they are contained in, if that service level is
available for those units and options.
Availability of service features and service levels may vary
according to local resources and may be restricted to eligible
products and geographic locations. To obtain further information or
to order HP Hardware Support Onsite Service, contact a local HP
sales representative.
For more informationFor more information on HP Services, contact
any of our worldwide sales offices or resellers or visit the
following website:
HP PC and print services: hp.com/go/pcandprintservices
http://hp.com/go/pcandprintserviceshttp://hp.com/go/pcandprintservices